Customer Experience Manager - Nashville

$45,760 - $49,920/Yr

Next Health USA - Nashville, TN

Full-time - Entry Level

Nashville, TN

Health and Personal Care Retailers

About the position

The Customer Experience Manager (CEM) at Next Health plays a vital role in driving sales revenue and enhancing customer service at designated locations. This position is responsible for achieving revenue goals across various services, including IV, Tech, Wellness, and memberships, while ensuring a seamless customer experience through effective management and strategic initiatives.

Responsibilities

• Achieve monthly revenue goals for IV, Tech, Wellness, and memberships.
• Monitor and analyze daily location-specific revenue KPIs.
• Oversee initial customer visits, including tours, sales, and presentations.
• Follow up with patients post-consultation to manage wellness plans.
• Handle inquiries, manage sales processes, and secure bookings.
• Develop and maintain relationships with top spenders and VIP customers.
• Educate customers on Next Health treatments and products.
• Implement cross-selling and upselling strategies.
• Manage CRM technology for optimal customer engagement.
• Align with the Director of Sales on company sales initiatives.
• Plan and execute localized marketing campaigns.
• Collaborate with team members for seamless customer service.
• Lead strategic initiatives to address location-specific risks.
• Build local marketing partnerships to generate leads.
• Reduce membership attrition and achieve new membership targets.
• Ad Hoc responsibilities as requested by GM or required by operations.

Requirements

• 1+ years of experience in customer experience management or a related field.
• Minimum 1 year in the healthcare/wellness industry preferred.
• BA in Business Administration, Business Operation, Hospitality, or similar, is preferred.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving skills.
• Ability to work cross-functionally and collaborate with other teams.
• Strong project management skills.
• A passion for delivering exceptional customer experiences.

Benefits

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A supportive and inclusive work environment
• Meaningful work that makes a difference for our customers